Assistant Head of Operations - Retail Banking

The Assistant Head of Operations will coordinate branch operational activities to ensure efficient service delivery, effective cash management, and excellent customer service. The role also involves ATM monitoring, supervision of frontline operations staff, and supporting the Head of Operations in driving operational excellence.

Functions & Responsibilities

• Ensure strict adherence to all service standards and Service Level Agreements (SLAs) based on the Bank’s customer segmentation model and ensure customized and fast-tracked service to Priority customers
• Assist in the migration of customers to alternate channels, ensure the optimization and functionality of these channels (e-branches, self-service channels, etc) and liaise with respective units to ensure limited downtime
• Ensure resource prioritization at the branch in line with the Bank’s service delivery and customer segmentation model
• Deepen existing and prospective relationships and perform sales of the Bank’s Personal and Business Banking products through cross/ up selling activities
• Proactively monitor transaction activity and maintain accurate, well segmented customer files; maintain zero tolerance for inactive/dormant accounts and account closure
• Proactively seek customer feedback and identify service improvement areas and opportunities
• Ensure documentation in deposit and withdrawal instruments are complete and accurate
• Ensure validity of all instruments used in conducting transactions
• Verify daily balance on CBN Statement of accounts
• Authorize and approve transactions in line with the Bank’s approval limits
• Monitor till balances and provide funds as appropriate while ensuring cash-in-till exposure is within approved insurance limit
• Manage daily cash levels in the bulk room and vault and ensure branch cash requirements are met
• Monitor inter-branch cash movements/requirements and ensure adherence to all control procedures for cash movement
• Management of the branch’s ATM uptime and reconciliation.
• Ensure the cash limit of the branch is not exceeded and ensure the prompt transfer of excess cash from the vault in conjunction with bullion service
• Ensure same day resolution of service issues and escalate as required
• Responsible for the end-of-day balancing and reconciliation of accounts as well as same day resolution of issues
• Supervise activities of tellers and provide relevant on-the-job training
• Ensure prompt reconciliation of GLs and resolution of exceptions
• Ensure branch returns are rendered to Head Office on a timely basis
• Assist in the preparation of relevant management information reports
• Ensure strict compliance with internal policies, procedures and
• Ensure compliance with all regulations and statutory requirements
• Act as the stand-by in the absence of the Branch Manager
• Perform other duties as assigned by Head of Operations

• Good knowledge and understanding of banking operations (domestic and international)
• Excellent administrative skills
• Good people management skills
• Excellent customer service and relationship management skills
• Good negotiation skills
• Good oral & written communication
• Good documentation and transaction processing skills
• Understanding of Access Bank’s retail strategy, customer segmentation and service delivery requirements

Generic / Supervisory Skills

• Analytical and problem-solving skills
• Strong interpersonal and leadership skills
• Team building, coaching, and conflict management skills
• General management, organization, and coordination skills
• Innovation and entrepreneurial mindset

Qualification

• A good first degree in any discipline
• Relevant master’s degree in banking or accounting will be an added advantage

Minimum Experience

Minimum of 4 - 5years’ experience in a bank / financial institution with experience in banking operations